by Stuart Tyre, Group Chief Operating Officer at GardX Group
We all know the customer journey is changing faster than ever. As customers gravitate to a more digital omni-channel experience, dealerships and OEMs are faced with a genuine juggling act, trying to manage all consumer touchpoints.
We understand the frustrations and challenges that dealers and OEMs face in light of this, and that without a holistic solution, you could miss out on vital opportunities for your value-added products. That’s why GardX Connect was born.
What is GardX Connect, exactly?
We know that delivering amazing customer service is vital to your continued growth. And our business is built around driving more growth for yours. As part of that commitment, our digital vision was born, and so was GardX Connect – your very own digital ecosystem.
What that means exactly is simple: we enable our dealer and OEM partners to fully manage the customer lifecycle every step of the way – driving conversions, increasing engagement, and ultimately optimising your effectiveness. This data-driven digital ecosystem ‘plugs in’ to your existing systems, and helps you deliver branded, relevant, contextual solutions to prospective and current customers – no matter where they are on their unique journey.
It enriches your processes and optimises your effectiveness, whilst delivering immersive branded experiences on the customers channel of choice.
Placing customers at the heart of everything.
There’s no one-size-fits-all when it comes to interacting with customers. They’re all different, with unique hopes, dreams and needs. Some prefer to engage completely offline with their dealer, others like a fully digital experience. But often it’s a blend of online to offline approaches that will reach your potential customers.
GardX Connect is your very own branded ecosystem, that enables an experience that is unique to each customer. It harnesses their data compliantly to drive tailored digital engagement via the channels they choose. It means we can deploy personalised engagement tactics, ensuring the right products are promoted at the right time via the right channels. And because our solutions are constantly picking up on your customers’ cues across all touchpoints, all of the time, the customer experience is being adjusted constantly.
What does it look like?
At a dealership level, we have award-winning solutions and digital point-of-sale that will help you promote and sell more value-added products, such as paint protection or insurance policies.
You can harness the power of our online and AI tools to increase engagement and drive conversions via your website and enquiries.
Our eCommerce solution enables self-serve purchases for all of your value-added products. It seamlessly plugs into your website, allowing your customers to convert – even out of hours.
With the online customer care portal, your customers manage their in-life value-added products, such as viewing and downloading their policies, discover and purchase more products, engage with your brand, make a claim or schedule appointments.
For customers who prefer human interaction, our contact centre is on-hand to support your customers through live chat, on the phone or via two-way video - fully supporting the customer every step of the way.
GardX Connect can also create, trigger, and execute marketing campaigns on your behalf. Our platform enables fully-branded, automated campaigns to be delivered, taking your customers through dynamic nurturing cycles based on their needs and interactions.
All of this is supported and bound together via our proprietary product and customer hub, iGard. This platform houses all of your customers’ product and policy information across the entire lifecycle. We also provide a full insights and analytics suite of interactive dashboards, ensuring full transparency of your performance, and highlighting areas of improvement.
This is underpinned by our online client portal, which acts as your single digital window into GardX. This enables our clients to review their live performance, access our latest marketing assets, make future orders, review our Client Development team’s action plans and leverage our e-learning platform.